Call History missing cals

[Guy Brook]

Hi

If reception transfer a call to another user, in the webapp the recipents call history shows the call from reception but not the call that was put through, therefor that user cant see how long they were on the phone for billing
etc.
If they look on the handset they can see the duration

 

[SteveITS]

Is this transfer via a BLF button? A few months ago we opened a ticket for an issue we noticed...when unparking a call via a BLF button in the Windows client, the person unparking the call doesn't see it in their call history, though it does show in the system call log. We generally use parking here and not transfers. And we don't have physical phones.

 

[tyenglish]

Hi

If reception transfer a call to another user, in the webapp the recipents call history shows the call from reception but not the call that was put through, therefor that user cant see how long they were on the phone for billing
etc.
If they look on the handset they can see the duration

When a TRANSFER is made, its a "new call" in the context of the person answering the call. When you PARK a call, you have them on hold, and a user continues the already made phone call.

 

[Guy Brook]

We dont park the calls, also it doesnt matter if we do a blind transfer or a att.transfer

 

[tyenglish]

We dont park the calls, also it doesnt matter if we do a blind transfer or a att.transfer

Transferring will begin a new session regardless if its attended or not.

 

[Guy Brook]

Yes i understand that, however the issue is the new session doesnt show up on the persons call history that had the call transfered to them.

 

[SteveITS]

Transferring will begin a new session regardless if its attended or not.

Are you trying to say the call should therefore not show in Call History?

 

[Guy Brook]

Are you trying to say the call should therefore not show in Call History?

iIt shows in the 3cx managemt call logs, just not in the users 3cx web app call history, or on the smartphone app.

 

[tyenglish]

Are you trying to say the call should therefore not show in Call History?

It will, but the timing will not start when the caller dialed in, it will start when it is picked up by whoever it was sent to.

Example:

Caller dials into PBX 1 and talks for 45 seconds

They are transferred to someone in the company

That person answers, now you have a time stamp for 45 seconds for the initial dial-in and a new stamp starting at the start of this "call"

 

[Guy Brook]

It will, but the timing will not start when the caller dialed in, it will start when it is picked up by whoever it was sent to.

Example:

Caller dials into PBX 1 and talks for 45 seconds

They are transferred to someone in the company

That person answers, now you have a time stamp for 45 seconds for the initial dial-in and a new stamp starting at the start of this "call"

and thats the issue, the person the call was transfered to, will not see anything in his call log for that call that was transfered to him.

 

[SteveITS]

Oh OK. That's not the problem I was describing, nor Guy's apparently. The call doesn't show in the user's call history. From my 3CX ticket: "If the user clicks their SP0 BLF button to unpark the call, Call History shows a 0-1 second outgoing call to SP0, and does not show any Call History entry for the duration of the actual call."

 

[SteveITS]

iIt shows in the 3cx managemt call logs, just not in the users 3cx web app call history

That sounds very similar to our issue...if you open a ticket reference our ticket #533471.